Toshiba Strata Dk Insight Dk Supervisor Guide

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Large Character Window
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Duplicate a Large Character Window
©(Optional) Check 
Mouse Drag 
Window 
Positioning When 
Caption Hidden This option enables you to move the large character window when 
the window caption is hidden.
3. Click OK when 
done.
1. Click on the Large 
Character window 
to duplicate.
2. Click the New icon 
and enter 
information 
(Substep 2‚ 
“Configure a Large 
Character 
Window”).A data window appears.
3. Click OK.
Tip:This is a good...

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Large Character Window
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Reports3
This chapter provides an in-depth look at of the Insight DK Reporter. The Reporter program 
enables you to collate, view, and print historical reports. This chapter explains how to create  
report templates and how to interpret the report data. Also included are instructions for Insight DK 
Plus, which enables exporting data that can be imported into spreadsheet programs, such as 
Microsoft Excel®. 
Overview
The programming in the Configurator is a key element for...

Reports
Report Concepts and Terminology
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Report Concepts and Terminology
Understanding the key concepts and terminology used with the Reporter is vital to understanding 
the product. The following paragraphs explain these key concepts and terms. Also refer to “Report 
Terminology” on Page 55 of the Glossary.
Devices
Insight DK refers to lines, DIDs, extensions, agents and account codes as devices. Users can create 
“groups” and “super groups” of devices. A group is simply a...

Reports
Report Concepts and Terminology
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Types of Reports
This section defines the types of reports available for the user. The terms used on the reports are 
explained in the next section.
NoteTa b l e  3 describes all of the reports available through Insight DK Plus. Insight DK provides 
a subset of these reports, shown in bold.
Table 3 Available Reports 
Report Type:Available for:Shows:Uses:
Event Reports
lAgents
lExtensions
lLine GroupsEach event shown per line with...

Reports
Report Concepts and Terminology
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Filters
The standard items that make up a report template tend to analyze your call center from one point 
of view only. For example, consider the DID Traffic Report and the Agent Traffic Report. These 
two reports analyze DID traffic and the associated agent traffic in isolation. 
What if your call center is set up to route a series of DID numbers to the same group of agents. To 
obtain the performance of each agent on a per DID basis...

Reports
Reports
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Templates
Individual reports are grouped together to form a template. Templates are created by the user to 
provide relevant information for the selected devices to be monitored. Report items are added to a 
template to create all the information desired. These report items can also be configured by the 
user to include or exclude certain event or traffic types. Once a report template is created, a report 
for a given time period can be created by selecting...

Reports
Reports
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The types of events and call types supported are shown in Ta b l e  5.
Table 5 Recorded Call Events
Events Recorded:AgentExt.Line 
Group
Log on X X
Log off X X
Wrap-up X X
Unavailable X X
Available X X
Call Ringing X X X
Answers Call X X
Outgoing Call X X X
Internal Call X X
Abandoned Call X
Other Information Included:
Name/Number X X X
Name/Number DID X
Date/Time X X X
Call Duration X X X
Ring Time  XXX
Talk Time XXX
Call Time (includes talk, held, and...

Reports
Reports
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Traffic Reports for Agents or Extensions
There are four different report types available on the Insight DK for traffic reporting on agents or 
extensions:
©Agent/Extension Traffic Report – provides a breakdown of the traffic for individual agents 
within an agent group. An agent/extension traffic report provides historical call statistics data 
for each device within a selected group. The report is presented in an agent/extension per row 
format with a...

Reports
Reports
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Ta b l e  6 shows the parameters available for individual agent or extension reports:
Table 6 Parameters for Agent or Extension Reports
ParameterAgentExt.Agent 
ProfileExt. 
Profile
Number Calls Handled XXXX
Total Handling Time X X
Avg. Handling Time XXXX
% Time Agent Busy on Handled Calls XXXX
Calls per Hour for Logged In Period X
Call Rates per Hour X
Number of Answered Calls per Hour X
Total Time of Incoming Calls X X
Avg. Time of Incoming Calls XXXX
Total...